Coordinator Customer Service

Kohler; São Paulo; On-site; BRL 120,000 - 170,000; Full time

Job summary

Kohler is seeking a Coordinator Customer Service in Sao Paulo on-site. You will lead and develop the Customer Service team, manage the full order portfolio from entry to delivery, and act as the main liaison between Sales and internal departments to ensure timely, accurate order execution.

You will monitor service levels, support prioritization, and drive process improvements while ensuring compliance with policies and deadlines. Fluency in English is required.

Qualifications

• Bachelor’s degree in Business Administration, Logistics, Engineering, Supply Chain, International Trade, or related field.
• Experience in Customer Service, order portfolio management, Order Management, or Supply Chain.
• Experience in team leadership and development.
• Knowledge of sales, invoicing, credit, logistics, and delivery processes.
• Knowledge of SAP, preferably the SD module.
• Knowledge of Excel, PowerPoint, Power BI, and data analysis tools.
• Intermediate English proficiency, both spoken and written.

Responsibilities

• Coordinate order entry, analysis, maintenance, and follow-up in corporate systems.
• Manage the order portfolio, monitoring pending, overdue, blocked, or at-risk orders.
• Provide the Sales team with up-to-date information on product availability, invoicing, delivery, and constraints.
• Analyze requests to change, expedite, postpone, or cancel orders in line with policies.
• Conduct periodic order portfolio review meetings with Sales, Planning, Logistics, Production, Credit, Tax, and Invoicing teams.
• Support order prioritization and allocation according to strategy, inventory, and capacity.
• Ensure clear communication regarding delays, unavailable products, blocks, and occurrences affecting customers.
• Monitor credit release, invoicing, shipping, and delivery flows; resolve deviations.
• Manage critical cases and escalations related to orders, invoicing, and deliveries.
• Monitor department KPIs: LOTIF, Fill Rate, OTD, overdue portfolio, processing time, invoicing accuracy, service level.
• Prepare management reports on the order portfolio by customer, region, channel, and sales representative.
• Identify and implement improvements in Order Management and Customer Service processes.
• Coordinate, guide, and develop the team by setting priorities, monitoring results, and providing training.
• Ensure compliance with company policies, procedures, internal controls, and service levels.

Skills

Team leadership

Customer service

Order management

Process improvement

Education

Bachelor’s degree (Business Admin/Logistics/Engineering)

Tools

SAP SD

Excel

Power BI

PowerPoint

Job description

Coordinator Customer Service

Work Mode: Onsite, Sao Paulo

Coordinate Customer Service activities, ensuring efficient management of the order portfolio from order entry in the system through invoicing and delivery to the customer. Act as the primary interface between the Sales team and internal departments, ensuring order visibility, agility in resolving pending issues, compliance with agreed deadlines, and continuous support for sales execution.

Lead and develop the Customer Service team, promoting operational discipline, information quality, process standardization, and a focus on internal and external customer satisfaction.

Targets

• Coordinate order entry, analysis, maintenance, and follow-up in corporate systems;
• Manage the order portfolio, monitoring pending, overdue, blocked, or at-risk orders;
• Provide the Sales team with up-to-date information on product availability, expected fulfillment, invoicing, delivery, and any operational constraints;
• Analyze requests to change, expedite, postpone, or cancel orders, ensuring alignment with applicable policies and departments;
• Conduct periodic order portfolio review meetings with Sales, Planning, Logistics, Production, Credit, Tax, and Invoicing teams;
• Support order prioritization and allocation according to commercial strategy, inventory availability, and operational capacity;
• Ensure clear and timely communication regarding delays, unavailable products, blocks, and other occurrences that may impact the customer;
• Monitor credit release, invoicing, shipping, and delivery flows, taking action to resolve deviations;
• Manage critical cases and escalations related to orders, invoicing, and deliveries;
• Monitor department performance indicators, including LOTIF, Fill Rate, OTD, overdue order portfolio, processing time, actual versus planned invoicing, and service level;
• Prepare management reports on the order portfolio by customer, region, channel, and sales representative;
• Identify and implement improvements in Order Management and Customer Service processes, focusing on productivity, accuracy, and rework reduction;
• Coordinate, guide, and develop the team by setting priorities, monitoring results, and providing training;
• Ensure compliance with company policies, procedures, internal controls, and established service levels.

Relationships and Contacts

Supervisory Relationships

• Reports to the Manager responsible for the Supply Chain area.
• Supervises the Customer Service team responsible for managing and monitoring the order portfolio.

Organization Relationships

• Sales area
• Demand and Supply Planning
• Logistics, Warehouse, Transportation, and Shipping
• Production and Procurement
• Credit and Collections
• Tax and Invoicing
• Finance, Information Technology, and other support areas

External Business Relationships

• Customers
• Sales representatives and outside sales team
• Distributors and business partners
• Logistics service providers and carriers, when applicable

Education and Experience Requirements

• Bachelor’s degree in Business Administration, Logistics, Engineering, Supply Chain, International Trade, or a related field;
• Experience in Customer Service, order portfolio management, Order Management, or Supply Chain;
• Experience in team leadership and development;
• Knowledge of sales, invoicing, credit, logistics, and delivery processes;
• Knowledge of SAP, preferably the SD module;
• Knowledge of Excel, PowerPoint, Power BI, and data analysis tools;
• Intermediate English proficiency, both spoken and written.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [e-mail]. Kohler Co. is an equal opportunity/affirmative action employer.